Job Details

About Soracom

Soracom was founded in 2015 by AWS veterans with a clear vision to build a more connected world. Today, Soracom serves over 25,000 customers and connects millions of devices worldwide, delivering cellular connectivity for the Internet of Things (IoT) powered by the speed and scale of the cloud. With remote teams across Japan, the US, and Europe, Soracom is continuing to expand its global team to keep pace with the company's rapid growth.

Soracom is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen. Come and join Soracom to create the transformative technology that enables our customers to engineer a better world.

About the Role

You will serve as a key member of the team in the Americas and will have the exciting opportunity to work with people who are passionate about IoT and excited about the rapid growth we are seeing in this technology around the world.

As a Customer Service Specialist, you will play a critical role in managing and supporting customer and partner accounts. You will assist with customer and partner communications, the administration of customer and partner accounts, and other customer service functions. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer experiences.

Key Responsibilities

• Customer/Partner Account Support: Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience. Ensure that partner registrations and referred leads are entered and routed in an expeditious manner.
• Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution.
• Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed. Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience.
• Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances.
• Shipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements.
• Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams.
• You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily.

Who You Are

• You are a relationship builder. You enjoy meeting new people from a wide range of diverse backgrounds and collaborating to produce mutually beneficial results.
• You can rapidly create connected trust at all levels of the customer organization by sharing everything you can.
• You love continuously learning about Soracom's products, services, and applications for both you and your customers.
• You have the ability to work collaboratively and ensure follow-through with exceptional verbal and written communication skills.
• You thrive in a fast-paced environment with quick decision-making.
• You love to share your passion with others and exhibit good judgment when helping out customers.
• You are excited about the opportunity to work across time zones and cultures as part of a truly global team with colleagues and customers around the world.
• You're comfortable exploring and using emerging AI tools to enhance efficiency, effectiveness, and creativity in your work.

Requirements

Key Requirements

• 2-4 years of customer service or account management experience.
• Strong verbal and written communication skills.
• Proficiency with invoicing tools and shipping logistics platforms is a plus.
• Ability to work independently in a remote environment.
• Familiarity with order fulfillment and logistics processes is a plus.
• You have extensive experience working with Salesforce and Slack

Bonus Points If…

• You also speak Spanish
• You have worked with partners before as part of the sales cycle

Location

Fully remote work, based in the US Mountain or Central time zones.

Benefits

Why You'll Love Working at Soracom

• Accelerated Learning, Real Impact: At Soracom, you'll grow faster than you thought possible. The pace, exposure, and ownership you'll experience in your first six months rivals what many professionals gain in years elsewhere.
• Global Collaboration: Join a truly international team where innovation thrives. You'll work alongside exceptional colleagues from across the world — engineers, designers, and leaders united by curiosity, humility, and a shared mission to connect everything, everywhere.
• Purpose-Driven Work: Your ideas will matter. From day one, you'll take on meaningful challenges that directly shape how people and businesses connect through IoT technology.
• Competitive Rewards: We offer a comprehensive compensation and benefits package, including medical, dental, vision, life insurance, and retirement plans designed to support you and your family.
• Balance & Well-Being: Enjoy paid time off and a flexible culture that respects life outside of work — because creativity and innovation thrive when people are cared for.
• Empowered by Technology: You'll receive access to cutting-edge tools, empowering you to do your best work in the most modern, connected way possible.